Over a month and online account details still not working, EE app, web, info on

[OllieBob]

Getting a little tired of EE. It seems they are very good yes people, all talk etc.

My service was nearly cancelled, so I had to call in to ask why. apparently they were sorting stuff out back end but failed to let me know. My online account is set up but I can't see any of the bills, I don't have the ability to change subscriptions and do all the usual stuff I should be able to do without having to call in and wait. I've been with EE for a month and really not very happy with the service I've received. The products are good, they're fine, do what they should, though a mini box did seem to get stuck requiring a full reset... 

But, it would seem that calling in doesn't make any difference. They're great at saying yes, this will be fixed etc... But nothing is fixed. All in all, a pretty crappy service. Have they just expanded too quickly?

What are other's experiences? Does your EE app work? The agent seemed to suggest this was a common issue, but, I'm not sure I trust that. If it is a common problem, then that's good, it will get fixed for everyone when the fix is done, but it just feels like they don't really know what they're doing.

[Schockwave]

@OllieBob , are you able to log-in to your account via the website instead?

I have no problems logging in via the app, it works fine for me, but if you log-in via the website, you should be able to see your bills and manage things that way instead.

Has customer service tried resetting your account? You then need to uninstall the app, reboot and then reinstall the app.

[OllieBob]

On their end they say my broadband account is linked but when I try to access it through the web it isn’t. I also tried linking it with my account number they provided, no joy. Just tried reinstalling with no joy.

It’s just getting to a point where I can’t keep calling in and being put on hold.

I’ll try again, I’m not hopeful though.

[Schockwave]

@OllieBob , they are two separate accounts and as long as you have the same details as your mobile, you should see mobile and then broadband and click on broadband, it will take you to a page to log in and see your broadband account. I have just done it and it has worked for me.

[OllieBob]

It doesn’t work this end. On the phone with support… Again. 🙂

[newforestuser]

I think the agent was probably correct when they said it was a common problem, but it's incredible that a problem affecting so many customers has dragged on for at least six months (in my personal experience) without any indication that a fix is on the way, nor any sort of apology to those impacted. I find it astounding that, having had an accounting system that appeared to work seamlessly when it was branded BT has become such a shambles under the EE banner. Why not just use what was tried and tested (this new account software is far from fitting either of those descriptions). 

Although the technical aspects of my mobile and broadband accounts are functioning ok, that's not good enough. I want to be able to manage my account, see what is happening with my monthly bank account deductions (funny how that aspect seems to work ok!), and make changes or enhancements to suit my needs. I cannot use either the EE app or the EE website to achieve these basic functions.

I had to fight to get a paper monthly bill sent to me - EE wanted to charge extra for the inconvenience! They were also adding £2.50 a month onto my mobile bill as apparently the  enhanced "detailed breakdown" of calls is the default option (no mention when I signed up). As I couldn't view any bills, I got that stopped, but no offer to refund  the overcharging.

I think the only option is to resort to a good old-fashioned letter of complaint, with notice of withdrawing from the service in 30 days. And I wouldn't expect any penalties as EE have failed to provide the service they contracted.

[OllieBob]

I’m really sorry to hear you’re having the same problem, and worse and yet, I’m releived to hear I’m not the only one. It suggests that when its fixed, it will be fixed across the board. the worst scenario is being an outlier, I should know, I’m totally blind and fixes for issues stemming from that are far from forthcoming. there is an argument here that I need it in a digital format as I can’t access paper. I’m not getting notification of my bill which, I’d expect, on some level, is breaking some consumer law.

I spent two hours on the phone last Wednesday with no resolution. I don’t think there is one. My account is hooked up to something, it’s just not the account my email is hooked up to. My suggestion to reset the whole lot appeared to be bemusing. Turning it on and turning it back on often solves issues. I’m a computer systems engineer.

[newforestuser]

That's interesting  OllieBob - I made the same "delete the account and start again" suggestion during a 150 phone call today. I'd suspect from the hesitancy at the other end that they daren't step any more into the unknown for fear of making a bad situation even worse!

I do wonder if EE actually have a system test team. If they do it was obviously by-passed for this software in order to meet a delivery date, so we mugs are actually doing the testing for them now.

I'm baffled that it is apparently so difficult to just email out the bills to the affected customers until this mess is sorted out. 

I too worked in systems software for many years, and I'm pretty sure I'd have been expected to fall on my sword if I'd let this debacle out the door!

Good luck (we need it)

[Justme27]

I have been unable to access my account with EE dune my broadband was updated in January. Lots of promises but no action. I have an account number etc but I still can’t access anything 

[OllieBob]

I might cancel my direct debit. if I don’t get notification of my bill, I won’t pay it. I need to know what I’m paying for. They could really charge anything and we’d not know until after the fact.

I’ve come to the conclusion that there are a lot of yes men and women who are lovely to speak to on the end of the phone, but there is very little going on in the background. A glossy finished but hollow. Expanded too fast, by my reckoning.